ComplaintsforPlanet Fitness

• Initial Complaint

  03/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had placed a freeze on my membership back in December and decided not to continue my membership. I called the location to express my desire to cancel my membership. On March 23, 2023, the manager closed my account, but charged me $25.05 from my CashAp account before closing my account. My account was paid up to date, but this was her malicious way of proving her power over me by being the site's manager. I have reached out to Planet Fitness HQ, they communicated all these disputes are handled at the gym level.

  Business response

  04/14/2023

  We informed the customer on  how to cancel membership.  Customer seemed to not  like the instruction on how to cancel.  Customer was very irate and started cussing out the GM of the site.  The Customer's membership was canceled and he was banned from the facility.  

  Customer response

  04/15/2023

  Complaint: ********
  I am rejecting this response because: They still did not have a reason or permission to charge my account, the membership was still suspended.  I have not been in their gym since last year.  The manager told me the only way I could cancel my membership was to come into their gym in Carbondale.  I explained that I did not have a way to currently get to Carbondale because I was out-of-town.  After trying to explain how I was unable to come to the gym in person, and after her smart unprofessional remarks, I got upset with her.  She seemed to want to prove a point of having power over me and I did not appreciate her attitude.  Again, all I want is for Planet Fitness to refund the money I am owed.  I never plan to step again into another Planet Fitness.  The structure of Planet Fitness is set up so that one can never file a complaint against one of the company's personnel.  Their main website is for the corporation.  After reaching out to them, they communicated I had to go back to the gym I registered with and speak with the club's manager.  My complaint happens to be against the club's manager resulting in a dead-end in trying to get my issue resolved.  Each of these clubs are individually owned and the same owner owns both the club in Carbondale and Marion, Illionois.  I called the Marion club for help, asking how I could contact either the regional manager for Planet Fitness or the current owner, after explaining my situation with the Carbondale club.  He would not provide me with any information regarding how to contact these individuals.  All he communicated was this was not the first issue (complaint) he has received regarding the current manager of the Carbondale Planet Fitness.  I explained the situation I was dealing with at the Carbondale store.  He explained a simple solution to the issue was for me to mail a letter requesting my membership to be canceled. Question - Why is she taking this personal?  After I explained the situation to her, why couldn't she just have refunded my $25.05?  Instead, she had to prove the power of her position and try to make a point with me.  She could have communicated that since I could not make it into the gym, I could send them a letter requesting my membership to be canceled.  But she never offered this option and continued to insist that I had to come into the gym.I will only accept and settle with a credit back to my account the money they took from my account without authorization
  Sincerely,   ****** ******

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